User as participant can't see the ticket

[Branden Griffin]

We have a user that when we add him to tickets as a participant and he logs into the help center and go to all my requests he doesn't see all the tickets that he is a participant on.  Most of them are tasks that he can't see however he can see one which is set as a service request with approvals.  I have checked and we don't have any Issue Security Schemes.  Any help is appreciated.

[Rosa M Fossi]

I know this is an older issue, but I wanted to take a moment to post a scenario that I found was impacting this "unable to view my participant tickets" issue in my environment.

1) There were portal-only second accounts for some users due to the client having some kind of domain duality. What is mean is we invited them to our instance / create an Atlassian account under "sally@abc-service.com" and they created their account.  But when they logged in, somehow their oauth/sso created a portal-only account with some internal domain they use within their network"sally@abc.service".    And those portal-only accounts don't match the domain for the org.  More importantly, those accounts aren't really "the" account that other users are tagging them in.  
I ended up cleaning up a couple of these weird accounts from the portal-only section. I'm not certain it won't happen again since users forget how they auth'd (via email or via sso).

Maybe this will help someone dig up the problem.  Good Luck! 

[Rosa M Fossi]

Hello All, was a resolution found for this? I'm running into this issue for my service desk, and I can't locate the source of the problem :( 

[Support Desk]

I am having the same issue, participants are unable to see tickets.

Does anyone have a solution for this?

[Steven Behnke]

Are you certain there's no duplicate account in play?

[Branden Griffin]

Sorry for the late reply, I am certain there is no duplicate account.  I'm also starting to wonder if there is more employees that are not seeing tickets that they are participants of.  I know that the approves needed field works but i'm going to try and test with a few more accounts today, time permitted, on the participants and see if other people who are not service-desk users can see all their tickets.

[Thomas Burke]

common complaint on our jira cloud. no answers.

[Branden Griffin]

I even created another service Request with Approvals and added this individual as a participant and he can't see that one at all either. I should also add that the individual gets emails saying he was added as a participant but he just can't see the tickets at all.